Refund policy
Return and Refund Policy
How to cancel or return an order (step by step)
- Go to Cancel or return an order (also linked in our footer) and sign in with the email you used at checkout. We send you a one-time code, no password needed.
- Open the order. If it has not shipped yet, choose Cancel. If it has been delivered, choose Request return, pick the items and a reason.
- Do not send anything back before we reply. Once approved, you will get return instructions by email.
- Prefer email? Write to hello@polarela.com with your order number and we will handle it for you.
30-day returns, any reason (all countries)
Changed your mind? You can return any item within 30 days of receiving it (for orders delivered in several parcels, from the day the last item arrives), for any reason. Tell us within the 30 days, then send the goods back within 14 days of telling us. You pay the return shipping. This is in addition to, not instead of, your statutory rights: customers in the EU/EEA and UK always keep their 14-day right of withdrawal and the rules below apply to it too.
Damaged, faulty or wrong item: free replacement, no return needed
If your item arrives damaged, does not work, or is not what you ordered, just email a photo (or a short video) of the item to hello@polarela.com with your order number within 7 days of delivery. We will send you a free replacement, or a full refund if you prefer. You do not need to send the item back. If a fault shows up later, you are still covered by the 2-year legal guarantee below.
Return address
Only after we have approved your return: Stevnshøjvej 4A, 5800 Nyborg, Denmark. Include your order number and keep the postal receipt until your refund arrives.
Condition of the goods
You may handle and inspect the goods as you would in a shop. If they have been used beyond that, or are damaged because they were handled more than necessary, we may deduct the loss in value from your refund. Return the goods in their original packaging where you can.
Your refund
We refund within 14 days of receiving your cancellation, but we may hold the refund until we have the goods back or you show proof they were sent. We refund the price of the goods and the original delivery cost (our shipping is free, so this is usually zero) to the same payment method you used, at no fee.
When returns do not apply
30-day returns and the 14-day right of withdrawal do not apply to goods made to your specification or clearly personalised, to sealed goods unsealed after delivery that cannot be returned for health or hygiene reasons, or to goods that by their nature become inseparably mixed with other items after delivery.
Legal guarantee
EU/Danish customers: under the Danish Sale of Goods Act (købeloven) you have a 2-year legal guarantee for faults in the goods (material, manufacture, or not as described): repair, replacement, a discount or your money back. This does not cover ordinary wear, misuse or accidental damage. Tell us within a reasonable time of discovering the fault (within two months is always reasonable). Customers in other countries keep any rights their local consumer law gives them; nothing in this policy limits those rights.
Standard withdrawal form
To: Maestro Works, Stevnshøjvej 4A, 5800 Nyborg, Denmark, hello@polarela.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Date: